CUSTOMER CARE
REFUNDS ARE NOT ACCEPTED
REFUNDS AND EXCHANGES ARE NOT ACCEPTED ON INTERNATIONAL ORDERS
UK ORDERS - We believe you'll be delighted with your Hair Extensions, however if you are not perfectly satisfied. Exchanges are accepted, only on products in brand new condition which have NOT been opened, worn or tampered with. If the seal is open and the product has been removed from the packaging or the tag is removed from the hair extensions or broken we cannot under no circumstances exchange or refund the product due to hygiene reasons.
We would highly appreciate you respecting our exchanges policy. If you are eligable for an exchange you must exchange for a product same value or more.
If a product is exchanged within 14 days, exchange fee is £4.00 which is to be paid via PayPal
The following products are FINAL SALE and cannot be returned or exchanged: Sale, Miracle Mane and Dtangler.
Why are Hair By Zara Hair Extensions non-refundable or exchangable if worn or tampered with?
Hair By Zara follow strict guidelines due to the nature of our products.
Please make sure no tags are cut or removed from Hair By Zara Hair Extensions. Once tags have been removed from Hair By Zara Hair Extensions we will presume that Hair By Zara Hair Extensions have been worn and the items have been accepted under the "Consumer Rights Act 2015"
100% Human and Synthetic Hair Extensions are considered a hygiene product. We take matters of hygiene and public safety seriously and DO NOT ALLOW opened, tampered with or used items to be returned or exchanged for the safety of all of our customers.
Hair By Zara analyse each return, and have a right to reject a return or exchange that doesn't meet our Terms and Conditions.
We are not alone, other hair extensions suppliers do not allow returns of opened goods for the same reasons.
Do I have to pay for the shipping of my exchange?
Yes, you are responsible for all exchanging costs and we recommend that you send your exchange with a tracking number because we will NOT be responsible for any lost parcels.
My product is faulty can I have an exchange?
All products from Hair by Zara are checked before dispatching, therefore if you come to the conclusion that your product is damaged or the wrong product, You must contact us within 7 days, with your order reference number (found in your order confirmation email). Clear photographic evidence or video. Without these two requirements you are not eligible for an exchange. If we agree to giving you an exchange you will be notified via email, after a small period of time during examination. For exchange you must cover all shipping costs and we will post out a new product as soon as we recieve the exchange product (a small shipping cost may occur). If you are eligible for an exchange you must exchange for a product same value or more.
If you find a clip is broken we will deliver spare clips free of charge.
Hair by Zara doesn't accept the following as faulty hair extensions:
- Loose clip or comb
- Barely noticeable discolouration
If your exchange product is returned with no order reference number or your product does not meet our Exchanges policy we will return your hair extensions and a cost will occur to have your returned to you.
Is my shipping refundable?
Shipping costs are non-refundable unless we have delivered the incorrect item.
What is the exchange period?
We must be notified within 14 days of purchase. If you fail to contact within the 14 days you will not be eligible for an exchange. Any products returned to Hair By Zara without a Return Authorization Number (RAN) will be rejected and sent back. To obtain a RAN, please contact us. Please include your RAN along with your returned item(s) to our office.
My order hasn't arrived for more than 7 days after the dispatch date?
Once orders have been dispatched you will receive a email, please check your inbox and junk mail for this. All items are sent by Royal Mail Recorded delivery. We are NOT responsible for items misplaced by Royal Mail, unfortunately no items are replaced unless we have full evidence the parcel was misplaced.
AREA DELIVERY TIME SERVICE P&P COST
UK 2-4 DAYS TRACKED SIGNED FOR SERVICE 2.95 GBP / £4.99
EUROPE 4-7 DAYS TRACKED SIGNED FOR SERVICE 10.00 GBP
USA 5-15 DAYS TRACKED SIGNED FOR SERVICE 10.00 GBP
AUSTRALIA 5-15 DAYS TRACKED SIGNED FOR SERVICE 10.00 GBP
REST OF THE
WORLD 10-15 DAYS TRACKED SIGNED FOR SERVCE 10.00 GBP
PLEASE NOTE 70p PER ADDITIONAL ITEM
*ALL ORDERS DISPATCHED EVERY MONDAY & THURSDAY 9AM GMT - 1PM GMT